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Knowledge base
Tips & Tricks
Channel: Email
1
5 Mailbox Worries Every Support Admin Can Avoid
Helpdesk - Best Practices
2
Building an Efficient Helpdesk - What do you need?
Save Time Assigning Tickets to Agents
Onboarding-Freshdesk Deep Dive
4
Engagement Channels: Seamless Customer Experience
Ticket Management: Heart of Customer Support
Smart Workflows: Be an Efficient Agent
Extend Your Helpdesk: Empower Agents to do More
The Freshdesk Mobile App
Complete guide to the Freshdesk Android app
14
Logging in and logging out of the Android app
Creating new tickets and accessing the ticket list
Searching across your Freshdesk account & common actions
The Hamburger Menu and Navigation Toolbar
The Ticket Guide - Reply to, Attach Files, and modify Ticket Properties
See all 14 articles
Complete Guide to Freshdesk iPhone app
10
Logging in and out of the iOS app
Creating new tickets and accessing the ticket list
Searching via Freshdesk on your Mobile App & other common actions
Replying to and modifying properties of tickets
Notifications and other Settings
See all 10 articles
Complete Guide to the Freshdesk iPad app
6
Logging in and out of the iPad app
Creating new tickets and accessing the ticketlists in iPad
Notifications and other Settings in iPad
Replying to and modifying properties of tickets in iPad
Searching across your Freshdesk account & common actions in iPad
See all 6 articles
General features for both iOS and Android
2
Notification schedule for iOS & Android
How to use Freshdesk Analytics in the mobile app
Admin Configuration
Omniroute™
0
Proactive Support
2
Proactive Outreach for Shopify
Proactive Support - Email Outreach
Sandbox
2
Setting up your Sandbox
Sandbox vs Production
Audit Log
1
Track changes using Audit Log
Canned Forms
1
Using Canned Forms to increase agent productivity
SLA Policy Setup
6
Understanding SLA Policies
Configuring multiple SLA Policies
Setting SLA targets for every response
Setting up SLA reminders and escalations
What are business hours and calendar hours?
See all 6 articles
Multi-product Support and Multiple Mailboxes
2
Adding multiple email addresses to Freshdesk
Supporting multiple products with Freshdesk
Customer Satisfaction Surveys
3
Setting up customer satisfaction surveys
Customizing your thank-you page
Localize your feedback forms with Multilingual Customer Satisfaction Surveys
Ticket templates
1
Creating and using ticket templates
Restricting agent access
8
Controlling agent access with roles
Creating a custom role
Ticket Scope vs. Agent Role - what’s the difference?
Modifying and deleting agent profiles
Assuming identities
See all 8 articles
Using customer meta information
1
Pre-populating feedback widget form
Linked Tickets
3
Setting up Linked Tickets
Creating and Linking a Tracker
Automate linked ticketing workflows
Freshdesk Arcade
7
Improving agent productivity using Freshdesk Arcade
Setting up Freshdesk Arcade
Levels and Accomplishments
Understanding and Creating a new Quest
Creating a New Quest
See all 7 articles
Freshdesk Omnichannel
13
Centralized Omnichannel agent management
Overview of Omnichannel Availability dashboard
How to use the Omnichannel dashboard
An overview of Omnichannel analytics
Omnichannel Holidays
See all 13 articles
Managing Agent Schedules
2
Setting up Agent Shifts in Freshdesk
Scheduling Out of Office for agents
Average Handling Time
3
Understanding Average Handling Time
Configuring Average Handling Time
Scheduled exports of events - AHT
Custom Objects
9
Overview of Custom Objects in Freshdesk
Adding Custom Object records in Freshdesk
Understanding associations in custom objects
Managing custom object records
Custom Objects Reporting and Analytics in Freshdesk
See all 9 articles
Configuring Automations
Automations
12
What's changed in Automations
When and how to use the triggers for Automations
Setting up automation rules to run on Ticket Creation
Setting up automation rules to run on 'Time Triggers'
Setting up automation rules to run on Ticket Updates
See all 12 articles
Canned Responses and Placeholders
5
Creating common reply templates with Canned Responses
Exporting & Importing Canned Responses
Understanding dynamic content and placeholders
Why some placeholders are unavailable in the Placeholders popup
Deeper insights into Canned Responses usage
Automatic Ticket Assignment
5
Understanding automatic ticket assignment
Ticket assignments with Freshdesk Omniroute™
Setting up Round-robin ticket assignment
Setting up Load-balanced ticket assignment
Setting up Skill-based ticket assignment
Suggest Solutions
1
Using Suggested Solutions
Custom agent status
3
How to set up custom agent status - Freshdesk Omnichannel
Understanding agent availability with Agent Activity reports
Custom agent status - Freshdesk
Reporting and Analytics
Getting Started with Freshdesk Analytics
15
Introduction to Analytics
Support metrics in Freshdesk Analytics
Filtering reports in Analytics
Scheduling to reports in Analytics
Exporting your data in Analytics
See all 15 articles
Exploring Curated Reports
21
Overview of Curated Reports
Ticket Volume Trends Report
Helpdesk Ticket Volume Report
Helpdesk Performance Report
Average first response time in Analytics (Helpdesk Performance)
See all 21 articles
Working with Custom Reports
11
Custom Reporting – Basics
Applying filters at a widget level in Analytics
Applying report filters in custom reports
Setting up multiple metrics inside a widget
Adding group by as a filter in Analytics
See all 11 articles
Working with Legacy Reports in Freshdesk
31
Reporting features for each plan
Helpdesk In-depth report - Overview
Created tickets (Helpdesk In-depth)
Resolved tickets (Helpdesk In-depth)
Unresolved tickets (Helpdesk In-depth)
See all 31 articles
Real time dashboards and reporting
1
Team Dashboards - Setup and Functionality
Freshdesk Agent Guide
Understanding the Dashboard
1
Checking recent helpdesk activity
Viewing tickets
6
Working with the Ticket List View
Monitoring important tickets by becoming a Watcher
Merging two or more tickets together
Customized Table View
Sorting ticket conversations with Freshdesk
See all 6 articles
Scenarios
2
Creating Scenarios
Using and verifying a scenario
Ticket properties and actions
8
Managing Ticket Properties
Driving additional context with Requester Info
Understanding Ticket Statuses
Using To-Do Lists
Viewing Ticket Activity History
See all 8 articles
Responding to a ticket
11
Replying to a ticket
Forwarding tickets to a third party
Providing public ticket links for easy access
Personal Canned Responses for Agents
Using Canned Responses in ticket replies
See all 11 articles
Sharing work in progress on a ticket
3
Private notes for internal sharing
Non-invasive updates with public notes
Providing public ticket links for easy access
Prevention of multiple and/or uninformed replies
2
Agent collision detection
Traffic cop and auto refresh
Team Huddle
1
Using Team Huddle
Time-tracking on a ticket
2
Keeping track of time spent
Using average handling time for time tracking
Freshconnect Integration
3
Using the Freshdesk + Freshconnect integration
The Freshdesk + Freshconnect integration FAQ
Freshdesk + Freshconnect - Migration FAQ
FreshThemes Guide
Introduction to FreshThemes
5
Getting Started with FreshThemes
Palettes and Hex Codes
Custom Style Magic
Complete Layout Customization
Previewing your theme without publishing
Introduction to Liquid
8
What is Liquid?
Liquid Markups
Dynamic Placeholders
Using Filters
Conditional Statements
See all 8 articles
Dynamic Placeholders
7
Generic Portal Information
Multilingual Portal
Managing User Access
Access to Forums
Access to Solutions
See all 7 articles
Understanding Portal Layouts
2
Portal Layout Basics
Page-level customizations
Publishing and Reusing FreshThemes
2
How to Publish your FreshTheme to the Themes Gallery?
How to use a ready-made FreshTheme
FreshThemes Tweaks
4
Hiding a tab from the navigation bar
Adding a new tab to the navigation bar
Adding a “My Topics” section to your community forums
Adding a print option next to your kbase articles
Integrations in Freshdesk
Introduction to Apps
7
Introduction to Apps
What is a Custom App?
How to update and delete tickets using the Bulk ticket manager light app?
How to hide ticket fields using the Hide/Disable Ticket Fields app?
How to set up the reply "from" email using Email Configuration App?
See all 7 articles
Google Apps and Freshdesk
10
How to enable Single sign on for Google Apps Premier Edition?
The Google Contacts App
The Google Analytics app
The Google Calendar app
The Google Hangouts App: Part 2 - For Customers
See all 10 articles
Integrating live-chat from your website and apps
0
Keeping engineering and support on track
3
The JIRA plus app
The Pivotal Tracker app
The JIRA app - Creating a custom field
Keeping sales and support in sync
9
The Nimble CRM app
The Zoho CRM app
The Dynamics CRM app
The Infusionsoft app
The FullContact app for Freshdesk
See all 9 articles
Auto-invoicing customers for time spent
3
The Harvest app
The QuickBooks App
The Xero App
Remote assistance and screen sharing
1
The LogMeIn Rescue app
Email Marketing Apps
1
The MailChimp app
Cloud storage and document sharing apps
3
The Dropbox app
The Box app
The OneDrive app
Integrating WordPress and Freshdesk
1
Converting WordPress comments to Freshdesk tickets
Customer Feedback and Satisfaction survey apps
1
The SurveyMonkey app
Screencast apps
1
The ilos Videos app
Telephony Service apps
6
Computer Telephony Integration Framework
Freshdesk Telephony Partner Extension with Five9
Freshdesk Telephony Partner Extension with Genesys
Freshdesk Telephony Partner Extension with Aircall
Freshdesk Telephony Partner Extension with Amazon Connect
See all 6 articles
Automate tasks between Freshdesk and other apps
1
Using Zapier to integrate Freshdesk with other apps
eCommerce apps
4
The Shopify app
The SEOshop app
The Bigcommerce app
MercadoLibre Integration for Freshdesk
eBay
7
How are eBay Tickets created and How can you Respond
How can you manage Ticket Properties and Automations
How can you Tag and Manage Ticket Tags for eBay tickets
How can you Respond to an eBay Ticket
How can you use Freshdesk Integrations with eBay Tickets
See all 7 articles
Team Collaboration Apps
4
The Slack app
The Office 365 App
The Microsoft Teams App
Simplifying collaboration using the latest Slack app
Reports and Analytics
2
The Woopra App
GoodData and Freshdesk integration
Social Media Management apps
1
The Hootsuite App
The Magento App
2
The Magento app: Part 1 - Manage Magento customer requests using Freshdesk
The Magento app: Part 2 - Access Magento Details in Freshdesk
Integrating Freshdesk with Freshservice
3
Introduction to Freshdesk-Freshservice integration
Setting up the Freshdesk-Freshservice integration (Admins)
Syncing ticket field and properties between Freshdesk and Freshservice
Integrating with Whatsapp Business
4
Important Update: WhatsApp Business Integration with Freshdesk
WhatsApp for Business Integration
New WhatsApp pricing from February 1, 2022
Tracking WhatsApp usage metrics from your Freshdesk account
Integrating Freshdesk and Salesforce
4
The Salesforce app: Part 1 - Access Contact Details, & Create Tickets
The Salesforce app: Part 2 - Sync Tickets Details from Freshdesk
The Salesforce Plus App
Salesforce Plus - Lightning App
Integrating Freshdesk and SugarCRM
2
The SugarCRM App for Freshdesk
The Freshdesk app for SugarCRM
Integration with Freshmarketer
1
How to Integrate Freshmarketer’s Session Replay with Freshdesk?
Integration with Freshsuccess
1
How to integrate Freshsuccess with Freshdesk?
Integrating Freshdesk with PagerDuty
1
Integrating your Freshdesk account with PagerDuty
Freshdesk FAQ
Self Service Portal
36
What is Freshdesk?
How do I create a new Freshdesk Account?
Can I use a vanity URL (custom domain) for my customer portal ?
How do I allow my customers to submit tickets from the portal?
How to auto-suggest solution articles when a customer creates a ticket on our portal?
See all 36 articles
Contacts & Companies
37
How is a contact created in Freshdesk ?
How many customers can I add to my account?
How many companies can be associated with a contact
What is the difference between Customers and Requesters?
Why do I get the error 'User is already taken' when I try to save an email address?
See all 37 articles
Groups & Agents
25
How to change an agent's email address?
How to use email signatures in Freshdesk?
How to send replies with the Agent Name in the From field of the email?
How do I edit an agent's role?
How do I set a password for an agent?
See all 25 articles
Helpdesk Rebranding
13
What is the difference between the New > Ticket and the New > Email option?
How do I auto-fill fields when I'm creating a new ticket as an Agent?
How do I save the filters I apply under the Tickets tab?
How do I change my main portal's language?
Why is a different language being displayed when I log in to the portal?
See all 13 articles
Login & SSO
24
How can I login to my account?
Why am I not able to login to my Freshdesk account?
How does SSO in Freshdesk work?
How to reset my password?
Where do I configure Single Sign On within Freshdesk?
See all 24 articles
SSL & Security
14
Data storage and data security in Freshdesk
Why are we getting a 'connection insecure' error when we try to access our support URL?
What is the pricing for SSL certificates? Does it differ with respect to plan?
How do I request a new SSL certificate?
Can we use a wildcard SSL certificate with Freshdesk?
See all 14 articles
Emails
53
How to setup the forwarding rule for the support email address?
How to setup a new support email?
How to activate or verify a support e-mail address?
How to receive support verification email?
What to do in case of ‘Activation code invalid’ error?
See all 53 articles
Feedback Widget
14
How to enable the feedback widget in our website?
I have copy pasted the feedback form code but still I am unable to view the feedback widget in my website. What could be the issue?
Can I change the position of the feedback widget in Freshdesk?
Can an email notification be sent to another email address when a feedback is received via feedback widget?
Can we add a CC in the feedback widget?
See all 14 articles
Help widget
11
What is the help widget?
How can I embed solution articles or the customer portal into my website?
How can I embed solution articles and/or the contact form on Shopify?
How can I launch the help widget with a button or a link?
How can I embed solution articles and/or the contact form on WordPress?
See all 11 articles
Social
15
Are Facebook posts real-time?
Why am I not able to associate my Facebook page with Freshdesk?
Why is 'Please reauthorize your Email settings' banner displayed even after authorization?
Why are my company's posts not being converted to tickets, even though I've selected that option?
How can we choose between replying to a comment and replying to a post on Facebook?
See all 15 articles
Ticketing Workflow
103
How do emails from your customers converted into tickets?
How do I create a custom ticket view?
What is the difference between a note and a reply?
How do I specify time range for export?
Where is the option to forward a ticket ?
See all 103 articles
Ticket Forms & Fields
24
What do the various Ticket Statuses in Freshdesk mean?
How can I create/edit a custom ticket status in Freshdesk?
How do I ensure that the SLA timer does not run for a particular status?
Can you please help me with setting a status for tickets where we are waiting for the customer to respond to them?
Is it possible to edit the Priority field?
See all 24 articles
Automatic Ticket Distribution
9
Does the Round-Robin functionality work only during business hours?
Does the Round-Robin assign tickets in alphabetical order?
What happens to a ticket when the caps for all agents are met?
How does Automatic ticket assignment work after an agent logs out
What is automatic ticket assignment?
See all 9 articles
Automations and Triggers
100
What are the types of automation rules in Freshdesk?
Where do I set up an automation rule to run on ticket creation?
What kind of tickets can be updated using the automation rule that runs on ticket creation?
How can I assign all or specific incoming tickets to a particular agent on the portal?
How to automatically send custom email notification for new tickets from a specific requester?
See all 100 articles
Business Hours & SLAs
15
What is an SLA and how do I create a new SLA policy?
Can individual SLA policies be set up for different companies?
When a ticket is created, does the timer start right away? How can I stop the timer when I respond to a customer?
How do I change the Due Time of a Ticket?
What is the difference between "response due" and "overdue"?
See all 15 articles
Reports
51
What are the different types of reports available across various plans in Freshdesk?
How to periodically schedule the available reports?
How to export tickets to a particular email address?
How can I receive a PDF format of the report directly?
What will happen to my reports if I delete an invalid ticket?
See all 51 articles
Analytics
29
I belong to Estate plan. But, why am I not able to create a custom report?
What are curated reports and how to use them?
How to create custom reports in Analytics?
What is the difference between Curated and Custom reports?
What are widgets in Analytics?
See all 29 articles
Knowledge Base
48
How do I set up my Knowledge Base using Freshdesk?
Is there a way to create an internal and external knowledge base?
How can I change the article visibility - what are the various options available?
Can I create articles only for agents' accessibility?
How do I restrict a group of articles so that only certain clients can see them?
See all 48 articles
Community & Forums
16
From which plan is the Forums available in Freshdesk?
What is the hierarchy of the community forums in Freshdesk?
How to automatically convert forum topics to tickets?
How to setup private forums?
Users are complaining that they are required to enter Captcha each time they start a Forum topic/ creating a ticket. How to have this disabled?
See all 16 articles
Mobile & Apps
11
I am trying to setup the helpdesk on my iPhone and it's prompts me for my company url. Please help me!
Can I use my custom vanity URL to login to the Freshdesk mobile app?
Can I use the SSO that I've set up to log into the Freshdesk mobile app?
I am not able to login to my account through the mobile app. Why?
Is there an app where my customers or clients can login to raise tickets?
See all 11 articles
Agents
17
Who is an agent on the portal?
How to add an agent or user to the helpdesk?
How do you create occasional agents?
What is the difference between a Full-time agent and an Occasional agent?
What is a day pass?
See all 17 articles
Multiple Products
22
What do you mean by multiple products?
Why would I need to set up Multiple Products in Freshdesk?
How do I set up multiple products on a portal?
Where do I enter the URL for my new product ?
Is it possible to reassign a support email address from the main portal to one of the products?
See all 22 articles
Email notifications
16
How to enable or disable email notifications?
How do I notify agents when a ticket is created on my Freshdesk?
How to enable ticket creation notifications for non-agents?
Why am I, as an agent, not getting notifications when a new ticket is created?
Why is one of my requesters receiving two emails when a new ticket is created?
See all 16 articles
Arcade & Gamification
7
How are the points calculated for the Leaderboard?
How can I reset the gamification points?
How do I create custom quests?
How can I edit the level of each agent manually?
How will agents be notified when they complete a quest?
See all 7 articles
Customer Satisfaction Surveys
12
How can I have more than a 3 point scale on my Customer satisfaction surveys?
How do I change the Survey Pitch?
How can I have a questionnaire after the default survey is sent out?
I haven't sent out the survey to the customer but still there seems to a rating on the ticket. How is this possible?
I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey.
See all 12 articles
Accounts - Plans & Billing
61
Where can I see my current plan?
How to switch back to Sprout 2016 plan?
How to upgrade my plan in Freshdesk?
Is it possible to change the invoice address?
Why does Freshdesk ask for credit card information when I click on upgrade?
See all 61 articles
Integrations
38
How to add Apps to my Freshdesk Account?
Why is it that a comment in JIRA is added in Freshdesk under a different username?
Why is a ticket created in Freshdesk whenever a comment is added in JIRA?
Why isn't status mapping in JIRA working for me?
How to attach files which are larger than 20 MB?
See all 38 articles
API & Webhooks
25
What are Webhooks?
Where can I find my API key?
How do I create an app?
Is there any documentation for the APIs on Freshdesk?
Can I add images to solution articles using API?
See all 25 articles
Advanced Ticketing features
47
How to create parent and child tickets?
When does Shared Ownership come into play?
Is it possible to link tickets in Freshdesk?
Can a related ticket be unlinked ?
When can we close the parent ticket?
See all 47 articles
Dashboard
11
'Error loading widget' - Error message on Team Dashboards
How to check the agent's availability for automatic ticket assignment?
Which ticket statuses are considered in the On-Hold count?
Who can create Team Dashboards?
Is there any limit on the number of team dashboards allowed per account?
See all 11 articles
Terms and Conditions for Contests
0
Admin Settings
21
I want to login as Administrator
Can I download Freshdesk?
How to make myself an Account Administrator?
Hi, is there a storage limit on your platform?
What to do if account is blocked due to high traffic?
See all 21 articles
Field Service Management
18
I do not see the Field Service Management option in the Admin tab. Why?
How much do field technician licenses cost?
Can I use Freshdesk without Field Service Management or Field Technician licenses?
What is the difference between a Field Technician license and a Helpdesk agent license?
How different is login for a Field Service Agent?
See all 18 articles
Other Products
17
What is Freshconnect?
How can I start a conversation with an external member using Freshconnect?
How will I be notified in Freschconnect?
How do I find my Freshdesk Account URL using my email address?
How to create leads in Freshsales from Freshdesk?
See all 17 articles
Troubleshooting-Errors
4
What should I do if I get an error message in Freshdesk?
My Freshdesk page is loading very slowly, what should I do?
I am facing a latency issue with Freshdesk and it is not loading
Steps to Clear Local and Browser DNS cache
PCI-DSS Compliance
23
What is PCI Compliance?
Why is PCI compliance important?
What is cardholder data (CHD)?
Are Freshdesk (standalone version) and Freshdesk Omnichannel PCI compliant?
Who provided the PCI-DSS certification for Freshdesk?
See all 23 articles
Collaborators
6
What are the default permissions when a collaborator is tagged in a ticket?
Can collaborators create tickets?
Why can’t collaborators create tickets from inside Freshdesk?
Can we set up automations for collaborators?
Who is a Collaborator?
See all 6 articles
Freshdesk-Freshservice integration
17
Which teams need to be on Freshdesk and Freshservice?
Can multiple Freshdesk instances be connected to one Freshservice instance or vice versa?
Will the Freshdesk-Freshservice integration use any account API limits?
Can a Freshdesk ticket be linked to multiple Freshservice tickets?
Can multiple Freshdesk tickets be linked to a Freshservice ticket?
See all 17 articles
Chat Channel
Getting started with Freshchat
4
Does Freshdesk support live chat as a channel?
What does the Freshdesk - Freshchat integration do?
How can I set up the Freshchat integration?
Getting started with Freshchat
Phone Channel
Getting started with the phone channel
4
Adding a phone channel to your Freshdesk
Setting up the Freshcaller integration
What gets synced between your Freshdesk and Freshcaller account on integration?
SSL settings while using phone in Chrome browser
Phone Widget
3
Exploring the phone widget
Converting phone calls to tickets
Availability of Agents
Freshdesk API
API v2
6
How to find your API key
Create and update Tickets with Custom Fields using API
Create and update Contacts with Custom Fields using APIs
Webhooks - FAQ
Activity API
See all 6 articles
Social Channel
Facebook Messenger API Updates
1
How Facebook Messenger API Update for Europe will impact Freshdesk users
Facebook support on Freshdesk
5
Integrating a Facebook page with your helpdesk
Replying to Facebook posts from Freshdesk
Why do you have to reauthorize your Facebook Page often?
Creating a branded support tab on your Facebook page
Facebook real-time messaging
Self Service Setup
Populating your Knowledge Base
10
Setting up your Knowledge Base
Optimizing your solution articles for search engines
Collaborate with your team to set up your Knowledge Base
Helping customers help themselves
Converting agent replies to Solution Articles
See all 10 articles
Managing your Knowledge Base
12
Content Management: Receiving feedback on an article
Content Management: Article Analytics
Restructuring your Knowledge Base
Automatic Sitemap Generation
Deleting an article, folder or category
See all 12 articles
Using community forums
6
Building your Community with Forums in Freshdesk
Setting up your Community Forums
Different forum types and what they do
Forum moderation and advanced spam protection
How to follow topics and forums in the community?
See all 6 articles
Multilingual Knowledge Base
2
Setting up a Multilingual Knowledge Base
Managing multilingual knowledge base using article status
Working with Approval workflow
3
How to use the approval workflow to collaborate with your team
Customizing roles of agents using the Knowledge base
Understanding the flow of article status during an approval process
Customer Portal Setup
Customer Support Portal Options
8
Portals & Portal Settings
Configuring a custom SSL certificate for your support portal
The All-new Freshdesk Portal - An overview
Customizing your customer portal
Understanding themes to personalize your customer portal appearance
See all 8 articles
Submitting a new support ticket
4
Submitting a ticket via Email
Creating a support account
Using the Customer Support Portal
Editing an end user profile
Policies, Security, and Data Protection
Remote Authentication and Single Sign On
4
Single Sign-On in Freshdesk
Configuring custom SSO policies under Org
Setting up single sign-on for your WordPress users
Reauthorization of custom mailbox
Fresh ID
0
Security
10
Restrict access to your support portal using IP address
Password policy
Restricting helpdesk access to certain domains ( Domain whitelisting)
TLS V1.1 support deprecation
Secure attachments
See all 10 articles
Policies
9
Ticket Archiving
Spam and trash
Freshworks - Terms of Service (ToS) Update - March 2019
Freshworks Privacy - Update
Freshworks - Terms of Service (ToS) Update - April 2020
See all 9 articles
GDPR
0
HIPAA Compliance
1
HIPAA Configuration Guide
Freshworks Neo Admin
3
What is Freshworks Neo Admin Center?
Organization Admins in Neo Admin Center
How to Access Freshdesk with Freshworks Neo Admin Center
Getting Started with Freshdesk
Setting up support channels
7
Forward and convert your support emails to tickets in Freshdesk
Multi-channel support
Getting feedback from your website (with the feedback widget)
Using sender's name as ticket requester in forwarded emails
Creating a new ticket from Agent portal
See all 7 articles
Setting up multiple customer forms
5
Introduction to multiple ticket forms
Setting up multiple ticket forms
Editing, cloning and deleting a ticket form
Run automation on tickets created through a specific form
Linking one or more ticket forms to your Portal and Help widget
Bringing in your support team
4
Adding new support agents
Understanding Full-time vs Occasional Agents
Organizing Agents into Groups
Deactivating agents
Bringing in your Customer Base
11
The Customers tab and what it can do
Creating companies and contacts
Customer 360 - Get complete context on your customer
Importing and Exporting customer data
Timezone and Language - Import format
See all 11 articles
Understanding Ticket Form and Fields
9
Understanding the default fields in your ticket form
Creating custom fields in your ticket form
Using dependent fields in your ticket form
Understanding ticket statuses
Creating dynamic sections
See all 9 articles
How search works
2
How search in Freshdesk works
Filtered Search For Tickets
Admin Guide
3
The Getting Started Guide for Admins
System and Browser requirements for Freshdesk
Working with the all-new admin console
Setting up and configuring your Customer Portal
4
Rebranding your Support Portal to reflect your brand guidelines
Using a custom support URL and pointing the CNAME
Setting up multiple languages in Freshdesk (for the support portal and the help widget)
Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change
